EHR Helpdesk Analyst

accel bi corporation; Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading healthcare technology provider seeks an EHR Helpdesk Analyst in Raleigh, North Carolina. The role involves providing advanced technical support for the Epic EHR system to ensure prompt resolution of IT issues, thus supporting high-quality patient care. Candidates should have at least 2 years of Epic support experience and a strong understanding of clinical workflows and support processes. This position requires working during the first shift, from 07:00 AM to 03:30 PM EST, ensuring system reliability and end-user satisfaction.

Qualifications

• Minimum of 2 years providing Epic technical support in a healthcare or clinical environment.
• 2+ years of experience using ServiceNow or other enterprise ticketing systems.
• 2+ years of hands-on experience with EHR platforms.

Responsibilities

• Provide support for Epic applications, workflows, access, printing, and integration issues.
• Serve as the initial point of contact for IT support issues related to Epic EHR.
• Troubleshoot complex application, account, and workflow issues.

Skills

Epic technical support

ServiceNow

Clinical workflows

Tools

EHR platforms (Epic, Cerner, Allscripts)

Job description

We are seeking EHR Helpdesk Analyst provides advanced technical support for the Epic electronic health record (EHR) system and related clinical applications across 13 state-operated behavioral healthcare facilities. This role provides technical support to clinical and administrative staff, ensuring timely and accurate resolution of IT issues while promoting system reliability and end-user satisfaction.

Working as part of the centralized IT Helpdesk, the Analyst ensures prompt and effective resolution of Epic and non-Epic related issues and contributes to the stability and usability of the system in support of high-quality patient care

***The interested candidate will work in the first shift - 07:00 AM - 03:30 PM EST***

Key Responsibilities

• Provide support for Epic applications, workflows, access, printing, and integration issues.
• Serve as the initial point of contact for IT support issues related to Epic EHR and other healthcare IT systems.
• Troubleshoot complex application, account, and workflow issues related to Epic and other clinical systems.
• Provide basic remote desktop support for computers, printers, mobile devices, and peripherals across all facilities.
• Assist users with account provisioning, password resets, Epic access requests, and basic application troubleshooting.
• Monitor ServiceNow queues and manage incident resolution in accordance with service level agreements (SLAs).
• Assist with Epic user account provisioning, role changes, template assignments, and security access requests.
• Participate in go-live support and system upgrade events, including Technical Dress Rehearsals (TDRs).
• Collaborate with clinical informatics, application analysts, and technical teams to ensure coordinated support.
• Maintain documentation, knowledge base articles, and standard operating procedures.
• Deliver informal user training and guidance on proper Epic use and common troubleshooting techniques.
• Support change management and scheduled downtime communications as needed.
• Ensure adherence to HIPAA, security, and IT governance policies in all technical activities.
• Escalate critical issues and downtime events according to established protocols.

Basic Qualifications

• Minimum of 2 years providing Epic technical support in a healthcare or clinical environment
• 2+ years of experience using ServiceNow or other enterprise ticketing systems
• 2+ years of hands-on experience with EHR platforms, such as Epic, Cerner, or Allscripts
• Strong understanding of clinical workflows and healthcare IT support processes

Preferred Qualifications

• Epic certification in one or more modules (e.g., EpicCare, Ambulatory, Security, Service Desk)
• Experience supporting Epic applications such as Ambulatory, Inpatient, ASAP, or HIM